How to calculate the time of opened incident

[shaik_irfan]

Hello Everyone,

How to take the report when the incident was open, when the incident got assigned and when it got placed.

can   we pick the report for above conditions

[Gaurav Bajaj]

Hi,

You can create reports for such time-based value from metrics.

Below are the OOB metrics available with which you can get the relevant data using metric_instance table.

Metric instance

Please mark correct/helpful based on the impact of the response.

Thanks

Gaurav

[shaik_irfan]

Gaurav & Abdul,

I just tried creating a report on Metrics instance. Am i doing correct ??? As said i want a report of of when incident got opened and when it got closed, i can see that, but i unable to fetch the report when the ticket was assigned to some user and if the ticket to assigned to some other user how much time did first user worked on it.. Can you please help me out on this ?

[Mateen]

Hi

You should use metrics to capture the data. There is one OOB which calculates field value duration for state field on incident table. Refer below link to learn more about metrics.

https://docs.servicenow.com/bundle/jakarta-performance-analytics-and-reporting/page/use/reporting/co...